AWS Cloud Infrastructure Support Engineer (L1 / L2) – MSP (24x7)

We are seeking a skilled AWS Cloud Infrastructure Support Engineer (L1/L2) to join our Managed Services team. The role involves providing 24x7 operational support for cloud-hosted environments, ensuring high availability, performance, and security of AWS infrastructure for multiple clients. The candidate will be responsible for incident resolution, monitoring, troubleshooting, and escalation support within defined SLAs.

• Monitor AWS cloud infrastructure using monitoring tools (CloudWatch, Datadog, etc.)

• Respond to alerts, incidents, and service requests in a 24x7 shift model

• Perform initial triage and categorize incidents (severity assessment)

• Execute predefined runbooks and operational playbooks

• Handle basic troubleshooting of:

  • EC2 instance health

  • EBS volume status

  • ELB / ALB connectivity issues

  • RDS basic checks (CPU, storage, availability)

  • IAM access issues (basic validation)

• Escalate complex issues to L2/L3 teams with proper documentation

• Maintain incident logs and update ticketing systems (ServiceNow/Jira)

• Ensure SLA adherence and timely communication updates

• Perform deep-dive troubleshooting of AWS infrastructure issues

• Analyze root cause of incidents and provide resolution or workarounds

• Manage and support AWS services including:

  • EC2, S3, VPC, IAM, RDS, CloudFront, Route 53, Lambda (basic–intermediate)

• Handle performance issues, scaling concerns, and service degradation

• Support deployment validation and post-deployment checks

• Assist in automation of routine tasks using scripts (Shell, Python, AWS CLI)

• Work closely with DevOps and Engineering teams for problem resolution

• Participate in RCA (Root Cause Analysis) documentation

• Improve operational runbooks and incident response processes

• 2–4 years of experience in AWS cloud infrastructure support (L1/L2 roles)

• Strong understanding of AWS core services (EC2, S3, VPC, IAM, RDS)

• Experience with monitoring tools (CloudWatch, Datadog, Nagios, etc.)

• Hands-on experience with Linux/Unix systems administration

• Basic scripting knowledge (Shell / Python preferred)

• Experience with ITSM tools (ServiceNow, Jira, etc.)

• Understanding of networking concepts (DNS, TCP/IP, Load Balancing)

• Ability to work in 24x7 rotational shifts

• AWS certifications (AWS Cloud Practitioner / Solutions Architect Associate)

• Experience in MSP or multi-client environments

• Exposure to Infrastructure as Code (Terraform, CloudFormation)

• Knowledge of CI/CD pipelines

• Basic security best practices in AWS environments

• Strong problem-solving and analytical skills

• Ability to work under pressure in production environments

• Good communication skills for incident reporting and escalation

• Team collaboration in a shift-based environment

• Ownership mindset for incident resolution

• 24x7 rotational shifts (including nights, weekends, and holidays)

• Production support for multiple enterprise AWS environments

• High focus on SLA-driven service delivery